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Disconnects Once Per Hour

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Contributor
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Posts: 2
Registered: ‎02-05-2019

Disconnects Once Per Hour

Message 1 of 5
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Ever since we switched to FIOS Quantum, we've experienced a drop once per hour.  I have three Netgear EX7000 range extenders around the house connected at 5GHZ and a secondary router which services 2.4GHZ (2.4 is turned off in the Quantum). Our service is fine for 58 minutes out of the hour but then it all drops.  I set up a continuous ping to the outside gateway and here is the summary:

 

start: 2019-02-04 19:43:10, end: 2019-02-04 19:45:23
start: 2019-02-04 19:46:13, end: 2019-02-04 20:42:09
start: 2019-02-04 20:42:59, end: 2019-02-04 20:46:42
start: 2019-02-04 20:50:13, end: 2019-02-04 21:49:39
start: 2019-02-04 21:50:49, end: 2019-02-04 22:49:08
start: 2019-02-04 22:52:38, end: 2019-02-04 23:49:12
start: 2019-02-04 23:49:32, end: 2019-02-05 00:49:09
start: 2019-02-05 00:52:13, end: 2019-02-05 01:47:59
start: 2019-02-05 01:48:46, end: 2019-02-05 02:48:03
start: 2019-02-05 02:49:23, end: 2019-02-05 03:47:02
start: 2019-02-05 03:47:59, end: 2019-02-05 04:46:38
start: 2019-02-05 04:48:06, end: 2019-02-05 05:46:25

 

Around the 50th minute of the hour, the router will restart.  Apparently it's not doing a hard reboot because Verizon tech support only noted a single reboot (which is the one I did hoping it would fix the problem). I went to the local Verizon store and got a new router hoping that would fix the problem but it didn't.

 

One suggestion from tech support was to disconnect everything before going to bed (extenders, add'l router), plug a laptop in hardwire and monitor it overnight to see if it still drops.

 

I had this network architecture with an older Verizon router and it was fine and also with XFinity service.  Just started happening when we switched to the Quantum router.

 

 

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Contributor
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Posts: 1
Registered: ‎06-10-2020

Re: Disconnects Once Per Hour

Message 4 of 5
(307 Views)

Hopefully your problem has already been resolved, but I just had what sounds like the same problem this week (internet dropped every hour on the 38th minute), and finally figured out that it was because I had plugged my gaming console's ethernet cable into the Verizon router's WAN port instead of one of the LAN ports.  The console must have been checking for an update or something every hour, and the router would get confused, thinking that it was an internet source since it was plugged into the WAN port, when our internet actually comes in through a coaxial cable.  Wanted to post here in case it was of help to anyone.

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Contributor
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Posts: 2
Registered: ‎02-05-2019

Re: Disconnects Once Per Hour

Message 2 of 5
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Additionally, I was on the phone with Verizon tech support India and I wanted to break my phone in half. The lady never asked me what kind of setup I had.  She just started firing away from her first level support card of questions to ask. She would say "this is why you can't connect" and I would reiterate I am connected at the moment and everything is fine. One drop even occurred while we were on the phone and she was asking if I changed something. Grrrrrrrrrrrrr.

 

After I got off the phone will her, I got an immediate call from a second person who at least seemed knowledgable in networking.

 

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Posts: 1
Registered: ‎10-01-2019

Re: Disconnects Once Per Hour

Message 3 of 5
(696 Views)

I have also these disconnects. Very bad if you're playing an online game and suddenly disconnected, messing everything up. It seemed to be happeing hourly so I setup a network monitor and sure enough, 46th minute of the hour disconnected 50 seconds.

=======================================
9/29/2019 11:53:42 PM Log Start
---------------------------------------
Failure Start Length
9/30/2019 12:46:24 AM 0:00:42
9/30/2019 1:46:18 AM 0:00:47
9/30/2019 2:46:18 AM 0:00:46
9/30/2019 3:46:21 AM 0:00:43
9/30/2019 4:46:20 AM 0:00:43
9/30/2019 5:46:17 AM 0:00:47
9/30/2019 6:46:15 AM 0:00:48
9/30/2019 7:46:16 AM 0:00:48
9/30/2019 8:46:20 AM 0:00:44
9/30/2019 9:46:17 AM 0:00:47
9/30/2019 10:46:16 AM 0:00:48
9/30/2019 11:46:22 AM 0:00:42
9/30/2019 12:46:17 PM 0:00:47
9/30/2019 1:46:16 PM 0:00:48
9/30/2019 2:46:18 PM 0:00:46
9/30/2019 3:46:17 PM 0:00:47
9/30/2019 4:46:21 PM 0:00:45
9/30/2019 5:46:19 PM 0:00:47
9/30/2019 6:46:19 PM 0:00:47
9/30/2019 7:46:18 PM 0:00:48
9/30/2019 8:46:19 PM 0:00:46
9/30/2019 9:46:23 PM 0:00:43
9/30/2019 10:46:19 PM 0:00:46
9/30/2019 11:46:18 PM 0:00:48
10/1/2019 12:46:22 AM 0:00:44
10/1/2019 1:46:21 AM 0:00:45
10/1/2019 2:46:23 AM 0:00:43
10/1/2019 3:46:22 AM 0:00:44
10/1/2019 4:46:18 AM 0:00:48
10/1/2019 5:46:19 AM 0:00:47
10/1/2019 6:46:21 AM 0:00:44
10/1/2019 7:46:22 AM 0:00:43
10/1/2019 8:46:17 AM 0:00:48
10/1/2019 9:46:19 AM 0:00:46
10/1/2019 10:46:16 AM 0:00:49

 

I'm afraid to call tech support as I suspect they will waste a pile of my time and get nothing resolved. I can't believe it's just me, though perhaps many do not notice this happening so they don't realize how big a problem this is.

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Posts: 1
Registered: ‎06-10-2020

Re: Disconnects Once Per Hour

Message 4 of 5
(308 Views)

Hopefully your problem has already been resolved, but I just had what sounds like the same problem this week (internet dropped every hour on the 38th minute), and finally figured out that it was because I had plugged my gaming console's ethernet cable into the Verizon router's WAN port instead of one of the LAN ports.  The console must have been checking for an update or something every hour, and the router would get confused, thinking that it was an internet source since it was plugged into the WAN port, when our internet actually comes in through a coaxial cable.  Wanted to post here in case it was of help to anyone.

View solution in original post

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Posts: 9,994
Registered: ‎03-18-2013

Re: Disconnects Once Per Hour

Message 5 of 5
(296 Views)

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